Cook, Sarah <br/><br/>
Customer care excellance: how to create an effective customer focus 
by Sarah Cook 
 - 4th ed. 
 - New Delhi  Kogan page  2004 
 - 248p. 
<br/><br/><label>ISBN: </label>8175542055 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management.<br/>Customer services<br/>Customer relations
<br/><br/><label>Dewey Class. No.: </label>T15 C771